Head of Customer Service

Mećkano is a market-leading cloud-based SaaS time and attendance management system. We are a leading provider of workforce management solutions, specializing in time clock software for businesses of all sizes. Our innovative products help companies track employee attendance, manage schedules, and streamline payroll processes .We leverage the power of cloud infrastructure and real-time computing to deliver a seamless user experience and unmatched scalability.

We’re looking for a highly motivated and energetic leader who will manage a team of customer service. 

Role Description-

Team Leadership:

• Lead and manage four customer service teams, ensuring they consistently deliver high-quality support and achieve performance goals.
• Provide clear direction, support, and motivation to team members to enhance their performance and job satisfaction.
• Conduct regular team meetings, performance evaluations, and coaching sessions to promote professional growth and address any issues.

Hands-On Customer Support:

• Actively engage in complex customer inquiries and issues, providing expert-level support and resolution.
• Handle escalated customer concerns effectively and efficiently, ensuring a high level of customer satisfaction.
• Maintain an in-depth understanding of Meckano’s products and services to offer insightful support and guidance.

Training and Development:

• Develop, implement, and oversee comprehensive training programs for new hires and existing team members.
• Continuously assess training needs and update programs to keep pace with new product features and customer service trends.
• Mentor team members, providing guidance and support to help them achieve their professional goals and enhance their skills.

Performance Management:

• Monitor and analyze key performance indicators (KPIs) to evaluate team performance and service quality.
• Set clear performance objectives, track progress, and implement strategies to address performance gaps and drive continuous improvement.
• Recognize and reward high-performing team members, and manage performance issues with constructive feedback and appropriate actions.

Process Improvement:

• Identify opportunities for process enhancements to improve efficiency and effectiveness in customer service delivery.
• Collaborate with other departments to ensure seamless integration of customer service processes with overall company objectives.
• Stay updated on industry best practices and incorporate innovative solutions to enhance customer support operations.

Customer Experience:

• Ensure a consistent and exceptional customer experience across all service channels.
• Collect and analyze customer feedback to identify trends and implement strategies for improving customer satisfaction and retention.
• Develop and execute initiatives aimed at enhancing the overall customer journey and addressing recurring issues.

Qualifications-

-Proven experience in a customer service management role, preferably in a SaaS environment.

-Demonstrated ability to lead and develop teams, with strong leadership and interpersonal skills.

-Hands-on experience in resolving complex customer issues and providing high-level support.

-Excellent communication skills, both verbal and written, with the ability to interact effectively with customers and -team members.

-Strong analytical skills with the ability to use data to drive decision-making and process improvements.

-Proficiency in customer service software and tools, and a solid understanding of industry best practices.

- A strong background in customer service roles (2- 3 years) - Must

-Previous experience in an call center – Must

-Proficiency in CRM systems and call center technologies (a plus).